VoIP Technical Support Engineer

Verizon

. Isolate and repair complex issues affecting customers' voice products across CPE, LAN, WAN, and PSTN networks .

Posted 10/5/2026full-timeUnited StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex voice and VoIP issues across various network types, including CPE, LAN, WAN, and PSTN. Proficient in using network analysis tools and translating technical terminology for diverse stakeholders.

Highest-signal resume keywords

Voice And VoIP Support EngineeringNetwork Capture Analysis ToolsTroubleshooting OSI Model LayersCall Detail Records AnalysisNetwork Certification (CCNA, CCNP Collaboration)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Voice ProductsNetwork TopologiesSS7 SignalingSIP/RTP MessagingAdtran Router ConfigurationCisco Router ConfigurationWireshark ProficiencyVoice Quality Metrics AnalysisPacket Loss AnalysisLatency Measurement

Soft Skills

Strong Communication SkillsCustomer InteractionMultitaskingProblem-SolvingStakeholder Collaboration

Tools & Technologies

WiresharkNetscoutNetwork Standard AnalyzersSIP Ladder DiagramsCall Records Review Tools

Certifications & Qualifications

CCNACCNP CollaborationSSCASSVP

Industry Keywords

Voice ProductsVoIPPSTN NetworksLANWANOSI ModelNetwork TroubleshootingVoice Quality MetricsCall Flow AnalysisTechnical Support

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

Isolate and repair complex issues affecting customers' voice products across CPE, LAN, WAN, and PSTN networks
Troubleshoot quality, completion, routing, interoperability, and connectivity issues across local, long-distance, and IP networks
Troubleshoot different layers of the OSI model
Work directly with customers to troubleshoot issues and provide assistance
Collaborate with network and application teams
Understand and leverage network topologies and workflows
Work with SS7 signaling and SIP/RTP messaging and call flows
Configure and troubleshoot Adtran and Cisco routers using router functionality and troubleshooting commands
Review call records using a variety of tools
Keep current with technology changes and expand technical knowledge and skills

Requirements

What you’ll need

Associate's Degree or four or more years of work experience
Three or more years of work experience as a voice and VoIP support engineer
Three or more years of experience troubleshooting complex voice and VoIP issues
Experience with network standard analyzers such as Wireshark and SIP ladder diagrams
Experience working directly with customers by phone to understand issues and provide resolution updates
Bachelor's Degree preferred
Voice or Network certification, including or similar to CCNA, SSCA, SSVP, and/or CCNP Collaboration preferred
Experience analyzing Call Detail Records (CDRs) and Voice Quality metrics, including MOS, jitter, packet loss, and latency
Proficiency with network capture analysis tools such as Wireshark or Netscout
Ability to translate technical network terminology into clear updates for non-technical clients and business stakeholders
Ability to partner with internal and external stakeholders to resolve complex issues and outages
Ability to prioritize and multitask independently
Strong communication skills and ability to interact with different stakeholders

Benefits

Comp & perks

Medical, dental, and vision insurance
Short- and long-term disability insurance
Basic and supplemental life insurance
AD&D insurance
Identity theft protection
Pet insurance
Group home and auto insurance
Matched 401(k) savings plan
Up to 8 company-paid holidays per year
Up to 6 personal days per year
Paid parental leave
Adoption assistance
Tuition assistance
Other incentives
Potential premium pay, including overtime, shift differential, holiday pay, and allowances
Up to 15 days of vacation per year for newly hired employees, increasing with additional service
Hybrid work arrangement with work-from-home days